Universal Request for Health and Safety cases

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Universal Request for Health and Safety cases

    The integration of Health and Safety Case Management with the Universal Request application enables ServiceNow customers to offer employees a unified and consistent experience when submitting service requests related to health and safety issues. When employees select sensitive or confidential issue options in the Employee Center, the system automatically creates a universal request with an associated Health and Safety case as the primary ticket, ensuring comprehensive tracking and visibility.

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    Key Features

    • Universal Request Creation: Employees initiating help requests flagged as sensitive can select Health and Safety, triggering automatic creation of a universal request linked to a Health and Safety case.
    • Visibility and Tracking: All relevant details, including assigned users, inter-department transfers, and work notes, are logged in the universal request, providing full transparency to the employee requester.
    • Health and Safety Routing Group: Agents with appropriate roles are grouped to manage these universal requests and cases within the Health and Safety Workspace.
    • Unified Case and Request Management: Health and Safety cases linked to universal requests are accessible under specific lists in the system, with the ability to preview and manage primary tickets from the universal request record.
    • Case Transfer Capability: Assigned agents can transfer Health and Safety cases to different departments or services, closing the current case and moving the universal request accordingly.
    • Case Creation from Universal Requests: Agents can create new Health and Safety cases directly from universal requests within the Health and Safety Workspace, linking the new case as the primary ticket.
    • Employee Center Integration: Safety requests associated with universal requests initiated by users appear under their 'My Requests' in the Employee Center for easy tracking.

    Installation Requirements

    To enable this functionality, ServiceNow customers must install both the Universal Request plugin (com.snc.universalrequest) and the Health and Safety Case Management plugin (snhscm).

    With the integration of Health and Safety Case Management and Universal Request applications, you can provide a consistent user experience for employees while creating service requests.

    Universal Request for Health and Safety Case Management Workflow

    A universal request gets created when an employee selects the Request help option in the Employee Center. On the Request help form, when the employee selects the Issue contains sensitive or confidential information check box, a drop-down menu to Select the department for your issue appears. When the employee selects Health and Safety and then selects Submit, the system automatically creates a Universal Request with Health and Safety case as a primary ticket.

    All the important details, such as, users who are working on the issue, inter-department transfers, and work notes, are recorded in the universal request ticket. This provides complete visibility to the employee who has raised the request.

    Universal Request for Health and Safety Case Management overview

    • The Health and safety routing group contains agents with roles required to manage the universal requests with Health and Safety cases on the Health and Safety Workspace. Organizations can add users to this group for them to access the Health and Safety Workspace and also the Universal Request in the Health and Safety Workspace.
    • The Health and Safety cases that are associated with Universal Request appear under All > Health and Safety > Health and Safety Cases > All and all the Universal Requests appear under the Universal Request > All list.
    • The detail tab of the Universal Request record displays the Primary ticket field where you can preview the Health and Safety case that is associated with the universal request record.
    • The agent who has the case assigned to them, can view the Transfer button on the Health and Safety case record associated with the Universal Request. The agent can use the Transfer option to close current Health and Safety case record and move the Universal Request to another department or service.
    • The agent who is part of the Health and safety routing group can use the Create Health and Safety Cases option on the universal request record accessed from the Health and Safety Workspace to create a health and safety case. The new health and safety case will automatically be associated with the universal request and it also becomes the primary ticket for the universal request.
    • The safety requests that are created and are associated with Universal Request initiated by the current user on the Employee Center, appear under Employee Center > My Requests.

    Installing the necessary plugins

    The Universal Request (com.snc.universal_request) plugin must be installed along with Health and Safety Case Management (sn_hs_cm) for this feature to operate seamlessly.